Medicare Customer Service Specialist (bilingual Mandarin Or Cantonese) Remote

Job Opportunity At Molina Healthcare

Molina Healthcare is hiring for its outbound Medicare Member Engagement team. Candidates who are bilingual in either Mandarin or Cantonese are highly desired. This role is remote and will work from 8am to 4:30pm Pacific Standard Time, Monday through Friday. Medicare Member Engagement Specialists will make outbound welcome calls to our members along with other outbound call projects. Qualified candidates will be bilingual in Mandarin or Cantonese. Additional requirements are to be computer-savvy and have a high level of customer service. Previous experience in Medicare, Medicaid, and/or Managed Care is very helpful. Top-notch communication skills, both written and verbal, are essential. Experience using Genesys and/or Sales Force software is a plus!

Job Summary: Responsible for continuous quality improvements regarding member engagement and member retention. Represents member issues in areas involving member impact and engagement including New Member Onboarding, member plan benefits education, and the development/maintenance of Member Materials.

Knowledge/Skills/Abilities:

• Conducts direct outreach to new Medicare members to provide personal assistance with their new MAPD, DSNP, and MMP plans.
• Serves as an advocate to ensure members are well informed about plan benefits, provider options, and how to use their new plan benefits.
• Serve as the members' navigator during the onboarding process and address any plan questions and anticipate any issues that may arise.
• Determine the nature of the member's needs and interests; inform members of their plan resources and benefits with a focus on the member's area of interest/needs; and follow up with member to ensure needs are met and member is having a positive plan experience.
• Develop relationships with member to be the go-to person with any future issues or questions.
• Log all contacts in a database.
• Participate in Member engagement work groups as needed to ensure Medicare member needs are being anticipated and addressed.
• Participates in regular member benefits training with the health plan, including the member advocate/engagement role.

Job Qualifications:

Required Education: High School diploma

Required Experience: 2 years experience in customer service, consumer advocacy, and/or health care systems. Experience conducting intake, interviews, and/or research of consumer or provider issues. Excellent written and verbal communication skills to collaborate internally and externally with members, providers, team members, and manager. Basic understanding of managed healthcare systems and Medicare.

Preferred Experience: Experience with Medicare and Medicare managed plans such as MAPD, DSNP, and MMP.

Preferred Education: Associate's or Bachelor's Degree in Social Work, Human Services, or related field.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V. Pay Range: $18 - $26 / HOURLY *Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.